Influencing the Client Journey: using insights from past experiences 🌐

Reading time: 5 minutes

___________________________________________________________________________________________________

Every booking tells a story—a journey from the first spark of interest to becoming a loyal guest. Understanding and shaping the client journey is your key to turning curiosity into commitment. With AmenitizBoost, we can optimise every stage for you and leverage insights from past experiences to refine future strategies. And yes, even those phone calls, WhatsApp messages, or email inquiries could be the fruits of your ad campaigns working behind the scenes.

What is the Client Journey? 🧭

The client journey encompasses every interaction a traveller has with your property, from discovery to post-stay loyalty. It’s divided into four key stages:

• Awareness: Where potential guests first encounter your property through online searches, social media, reviews, or even word-of-mouth recommendations.
• Consideration: When they compare options, weighing factors like location, amenities, reviews, and pricing.
• Purchase/Booking: The decisive moment they confirm their stay.
• Post-Stay/Loyalty: Reflecting on their experience, leaving reviews, and building a relationship for future stays.

How Multi-Channel Ads Influence Each Stage 🎯

Being present at every stage of the client journey is crucial—and that’s where multi-channel advertising comes in. Strategic ads ensure your property is front and centre when it matters most. Here’s how:

Awareness

Travellers searching for accommodations near your location need to see you first. Search engine ads position your property in those top slots, creating a strong first impression and helping you stand out amidst competitors.

Consideration

As potential guests evaluate their options, ads serve as gentle reminders that you’re the best choice. Retargeting plays a key role here—whether it’s reminding users about your stunning property, unique offers, or last-minute deals.

Booking

Here’s where timing is everything. Ensuring your ads appear when potential guests are actively searching for accommodations is crucial to securing the booking. If you’re not visible at this critical moment, there’s a high chance they’ll book through another platform, like OTAs, causing you to lose ownership of the relationship.

By strategically positioning your ads at the right time, you increase the likelihood of driving direct bookings and maintaining a closer connection with your guests.

Post-Stay/Loyalty

The journey doesn’t end at check-out. Ads are an excellent way to re-engage past guests through personalised offers, loyalty programmes, or social media campaigns. A simple “Thank You” email can also pave the way for a return visit.

Leveraging Insights from Past Experiences 📊

Data from past bookings is a goldmine for shaping future strategies. Analysing guest feedback, booking trends, and interaction data helps you anticipate needs and deliver tailored communications to your guests prior to their stay. Here’s how you can make the most of it:

• Predict Guest Profiles: Understand who your most frequent bookers are—families, solo travellers, business guests—and create marketing campaigns tailored to them.
• Upsell and Cross-Sell Opportunities: Suggest extras like romantic packages, adventure tours, or premium upgrades based on past preferences.
• Reputation Management: Monitor reviews and social mentions to address concerns and build trust.

Why It Matters 💡

Influencing the client journey isn’t just about securing bookings—it’s about creating lasting relationships that turn one-time guests into loyal advocates. By being present at every stage with AmenitizBoost, you’re not just generating visibility; you’re actively shaping decisions, even when it results in something as seemingly small as a guest call or inquiry. Every step of the journey is an opportunity—and AmenitizBoost ensures you maximise each one.

Enjoyed our article? Share your thoughts! Your feedback fuels our mission! 🌟😊👇👇